Salesforce Salesforce Certifications CRT-261 Questions & Answers

• Question 71:

  The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all

  cases where Spanish is the preferred language to be handled by these agents in real time. Universal

  Containers allow customers to contact agents through phone and chat.

  Which solution should be implemented to support this?

  A. Omni-Channel

  B. Case Auto-Response Rules

  C. Visual Workflow

  D. Case Assignment Rules

  Correct Answer: A

• Question 72:

  What are two benefits of deploying Knowledge in Customer Communities?

  A. Reduces incoming call volume

  B. Replaces the need for an email channel

  C. Eliminates tracking of customer entitlements

  D. Uncovers gap in the knowledge base

  Correct Answer: AB

• Question 73:

  Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce)

  whenever cases are created or updated by contact center agents. UC does NOT want to use any

  customized code to accomplish this.

  Which solution should a Consultant recommend?

  A. RESTful services with GET, POST, or PUT

  B. Workflow-driven outbound messaging

  C. Schedule batch Apex processing job

  D. Visualforce page APEX SOAP async callout

  Correct Answer: B

• Question 74:

  Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. Which two features should a Consultant recommend? Choose 2 answers

  A. Configure LiveMessage

  B. Activate quick test

  C. Create quick actions

  D. Deploy Pre-Chat form

  Correct Answer: BD

• Question 75:

  Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?

  A. Insert a reference Thread ID in the email subject template

  B. Use Omni-Channel to automatically route inbound email

  C. Assign a user to manually manage incoming email

  D. Convert to an On-Demand Email-to-Case setup

  Correct Answer: A

• Question 76:

  A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

  A. The Social Feed

  B. A Twitter Macro

  C. The Case Feed

  D. A Custom Component

  Correct Answer: C

• Question 77:

  Which configuration item must be created when implementing Lightning Knowledge?

  A. Record Types

  B. File Types

  C. Attachment Types

  D. Article Types

  Correct Answer: A

• Question 78:

  What statement is true about the Salesforce Knowledge article lifecycle?

  A. Approval process CANNOT allow publishing of articles that have specific validation statuses

  B. Article permission sets allow agents to participate in the article publishing process

  C. Articles CANNOT be published until they are reviewed and validated by a qualified author

  D. Knowledge uses public groups as a way to assign users to specific tasks related to articles

  Correct Answer: B

• Question 79:

  Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and

  requires quick iterations and a speedy project completion. UC has requested frequently project updates for

  check-ins and refinement.

  Which methodology should the Consultant recommend given the requirements?

  A. Force.com IDE

  B. Agile

  C. Kanban

  D. Waterfall

  Correct Answer: B

• Question 80:

  In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct

  a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the

  production copy and making sure agents can work from the production copy until production is restored.

  The results of the exercise are provided to Enterprise Security as part of an annual audit.

  What should a Consultant recommend to support this exercise?

  A. Allow the exercise to be done in a Production instance

  B. Use a Full copy sandbox for the DR exercise

  C. Use a Partial sandbox for the DR exercise

  D. Use a Developer Pro sandbox for the DR exercise

  Correct Answer: B